COURSE OVERVIEW
All professional software being developed is on its way somewhere--to production!

Software Production Support, sometimes called Operations, requires a proactive mentality, process discipline, and continuous improvement.

Register for our one day course and learn to maximize system uptime, minimize risks to your business, and manage your customers expectations. After all, is your production operations support group playing ball or just swinging around a bat?

BENEFITS
Learn the fundamentals of process improvement
Learn to implement a process improvement program in your organization
Learn strategies and techniques to maximize the uptime for your high availability systems
Learn strategies and techniques to minimize the impact of production failures to your business
Learn strategies and techniques to manage your customers expectations
Learn how to construct an Execution Plan for those one-off critical processes
Learn how to say ‘No’ when it matters
Learn how to source and structure a proper service level agreement
Learn how to discern important from unimportant metrics to measure
Learn the foundations of proper Disaster Recovery
Learn to predict and navigate around Enterprise data-structure size issues

WHO SHOULD ATTEND
Project Mangers, Developers, Database Designers, Development Managers, Development Directors, VP’s of Software Development, CTO, CIO

THE SEMINAR INCLUDES THE FOLLOWING TOPICS
COURSE ACTIVITIES

Part I – The Software Organization as a Service Provider

1. Organizational structures
2. Business and IT alignment
3. Your organizations Service Portfolio
4. The service package
5. Service Level Agreements (SLA)
6. The service operations lifecycle

Part II – Formal Service Operation Management

1. Service level management
2. Capacity management
3. Availability management
4. Continuity management
5. Information security management
6. Supplier management
7. Configuration management
8. Incident Management
9. Problem Management

Part III – Quality Improvement Basics

1. The Service Operations Dashboard (SOD)
2. Tracking performance with the SLAM chart
3. Tracking Trends with the Pareto chart
4. The Process Asset Library (PAL)
5. The Standard Operating Procedure (SOP)
6. The mighty checklist
7. The three M’s of production support

Part IV – Maximizing System Uptime

1. Measuring and maximizing service levels
2. Preventative maintenance
3. Quick response incident management
4. System performance metrics

Part V – Minimizing Business Risk

1. Types of risks
2. Risk management
3. The execution plan
4. Disaster recovery planning & validation

Part VI – Managing Customer Expectations

1. It’s about the customer!
2. The voice of the customer
3. The customer experience horizon
4. Measuring customer satisfaction
5. Notifying the customer
6. Managing up
7. Delivering unexpected news

Part VII – Continuous Service Improvement

1. Process improvement planning cycles
2. The Shewart, Deming cycle